Amsterdam’s live voice AI platform Aigent gets acquired by outsourcing firm Ubiquity; Know more

Amsterdam-based Aigent, a company specialising in AI-driven agent coaching, monitoring, call transcription, and post-call analytics, has been acquired by New York’s outsourcing and offshoring consulting firm Ubiquity.

Q Advisors, a globally acknowledged TMT (Technology, Media, and Telecommunications) investment bank, served as the exclusive financial advisor to Aigent in this deal.

Founded in 2017, Aigent is a live voice AI software designed for contact centres. It listens to live voice calls, offering real-time prompts and alerts to aid in resolving customer issues during the first call. 

The company’s features include risk and fraud protection, ensuring “high-quality” customer service, and supporting agent training and retention. Aigent caters to clients in fintech and banking, healthcare and healthtech, as well as insurtech.

Aim of the acquisition

Aigent’s AI technology will boost Ubiquity’s capabilities across its five TechSuites, enhancing the overall suite of technology solutions.

Each suite is crafted to target specific aspects of operational efficiency and customer service, guaranteeing Ubiquity’s commitment to delivering premier solutions within the industry. 

For instance, inReach focuses on direct customer interaction with extensive voice and digital support; inTouch serves as a robust agent performance management system; inScribe ensures quality omnichannel interaction recording and AI-driven analytics; inCharge specialises in process automation and flexible workflow modeling; and, inSight provides AI-powered data analytics and executive dashboards, offering operational insights and data integration capabilities to support the TechSuites.

Sagar Rajgopal, President & Chief Customer Officer of Ubiquity, says, “By integrating Aigent’s AI technology into our TechSuites, we further enhance our ability to support our agents in delivering meaningful results for our clients and superior outcomes for their customers.”

“This integration is a strategic step in strengthening our position as a leading provider of technology-driven BPO solutions.”

Founded in 2012, Ubiquity offers multilingual, end-to-end solutions for customer experience management, back-office operations, and business transformation. The company has helped over 350 brands in sectors like finance, healthcare, insurance, and retail.